Vacancies at Bollard Consulting Limited

• Our client, in the Hospitality sector seeks to hire a Reservation Agent, who will be responsible for managing, handling, and processing hotel reservations for guests. The Job holder will provide superior customer service by accommodating guests and ensuring smooth check-ins and check-outs, while optimizing their hotel stay experience.

Key Responsibilities

• Manage rooms’ inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source.
• Ensure clients’ satisfaction and adherence to hotel’s service standards.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Respect the privacy of the guests and the confidentiality of the information.
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Control no show and late cancellation charges.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Spot-check reservations made the previous day and check all VIP arrivals.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• Have good knowledge of the hotel configuration and products.
• Provide updated reports and statistics to the Management and other departments.
• Perform any other duties as assigned to him/her by management.

Skills, Knowledge and Expertise

• Diploma in Front Officer/Hotel management or related field.
• At least 3 years’ experience in a similar position in the Hospitality sector.
• Strong interpersonal and communication skills with a focus on customer service.
• Must be detail-oriented, organized and willing to go above and beyond to deliver service.
• Knowledge of reservations systems and operating systems including Opera.
• Ability to investigate systems malfunctions or user-input errors.
• Ability to analyse data, make meaningful conclusions and base sound decisions and strategies.

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• Our client, in the hospitality sector seeks to hire a Front office manager. The primary responsibility of the role will be to oversee all aspects of the front desk and guest services operations, ensuring exceptional service and guest satisfaction. With a blend of leadership, hospitality expertise, and organizational skills, the Job holder will manage the front office team, coordinate guest arrivals and departures, and resolve guest inquiries and issues promptly.

Responsibilities

• Front desk operations
• Manage the day-to-day operations of the front desk, including check-in, check-out, room assignments, and guest registration, ensuring efficient and personalized service for all guests.
• Guest services
• Coordinate guest services, including luggage assistance, transportation arrangements, and concierge services, to enhance the guest experience and exceed their expectations.
• Staff training and development
• Recruit, train, and supervise front office staff, including front desk agents and concierge providing ongoing coaching and feedback to maintain high service standards.
• Reservation management
• To liaise closely with the Sales and Reservations on rate management as well to optimize occupancy and revenue and ensure accurate guest bookings.
• Revenue management
• Monitor room rates, occupancy levels, and revenue performance, analyzing trends and implementing pricing strategies to maximize room revenue and profitability.
• Guest relations
• Cultivate relationships with guests, anticipating their needs, addressing concerns, and proactively seeking opportunities to enhance their stay and exceed their expectations.
• Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.
• Security and safety
• Ensure compliance with hotel security and safety procedures, including guest identification, key control, and emergency response protocols, to maintain a safe and secure environment for guests and staff.

Qualifications

• Bachelor’s degree in Business Administration, Hotel/Hospitality Management or relevant field.
• At least 5 years experience as a Front Desk Manager or Reception Manager at a boutique luxury hotel/camp/resort.
• Understanding of all hotel management best practices and relevant laws and guidelines.
• Solid knowledge of MS Office, particularly Excel and Word.
• Knowledge of OPERA/FIDELIO System.
• Thorough knowledge of customer service, office management and basic bookkeeping procedures.
• Strong leadership and management skills.
• Proficiency in English (oral and written)
• Excellent communication and people skills.
• Good organizational and multitasking abilities.